Community Experience Manager

AMLI Residential has an exciting new opportunity in Austin! We are looking to hire a Community Experience Manager at AMLI Downtown, AMLI on 2nd and AMLI 300. The Community Experience Manager will report directly to Area Vice President.

This newly created role will be responsible for assisting teams in developing, implementing, and maintaining an effective Resident Retention program and ensuring the efficient operation of the property under the direction of the Area Vice President and in coordination with the Community Manager(s) and Director of Consumer Experience will also ensure resident satisfaction and a strong community reputation, resident services, activities, and effective problem resolution. 

Essential Functions:

• Manage renewal process; ensure monthly renewal goals are achieved:

• Assist the Community Manager(s) in designing and implementing a resident retention program, i.e., newsletter, social media/networking, resident referral program, and/or social activities.
• Assist in analyzing monthly renewals and update monthly renewal reports and other administrative reporting requirements (may be assigned to another position, depending on the property).
• Review notices to vacate and follow up with residents to save leases. 

• Assist teams in creating a flawless move-in experience

• Assist teams in responding to resident requests/complaints promptly, efficiently, and courteously in coordination with the Manager and Resident Services Group. This includes helping residents and prospects before, during, and after leasing an apartment, utilizing AMLI 10 Service Standards. May supervise problems handled by on-site associates.

• Assist in analyzing, assessing, and following up on Reputation.com Surveys and Ratings & Reviews for overall customer satisfaction.

• Help plan, organize, and implement resident activities and events, sometimes at multiple communities, and participate in Regional AMLI Famli community outreach/volunteer activities.  

• Act as the primary person managing the resident portal to build community engagement -post events, initiate clubs, monitor boards, etc.

• Assist in the implementation of resident-facing technology that impacts AMLI's national resident experience initiatives.

• May support leasing staff as required; lease to qualified prospects by showing available apartments.   Show and sell apartments to possible 'Transfer on Site' situations.
• Proactive inspections and monitoring of property to identify potential risks or resident concerns.  Report any unusual circumstances regarding the residents or the property to the Service Manager and/or Community Manager(s).
• Inspect models, office, and vacant units to ensure marketability.
• Shop competition regularly and have knowledge of their pricing, policies, lease terms, property terms, etc. 
• Weekly and Monthly Reporting on statistics related to Ratings & Reviews, Renewals, Reputation.com, and Resident Relations.

Requirements: High School diploma, or general education degree (GED); associate or bachelor’s Degree preferred or three plus year’s sales or related experience and/or training; or equivalent combination of education and experience.

Required to be available on Saturdays as needed.

Proficient in Microsoft Office and Outlook, and AMLI’s property management operating system.  Experience with Social Media platforms; Facebook, twitter, Pinterest preferred.

Ability to make and implement decisions under conditions of risk and or uncertainty. Must be able to work independently and demonstrate good business judgment in a variety of situations.

AMLI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.